At a Glance
- Tasks: Review customer calls and provide feedback to ensure top-notch service quality.
- Company: Join an award-winning global business processing company.
- Benefits: Enjoy 33 days annual leave, life assurance, and private dental scheme.
- Other info: Office-based in Leeds with great career development opportunities.
- Why this job: Make a real impact by enhancing customer interactions and driving improvements.
- Qualifications: Attention to detail and excellent communication skills are essential.
The predicted salary is between 31500 - 38500 £ per year.
This is an exciting opportunity to join an award-winning Company as a Quality Assurance Associate. Conduent are a Global Business Processing Outsource company. The contract in Leeds supports a busy transportation client and involves managing calls, image review, and correspondence.
Contract: Full time, Permanent
Hours: 37.5 hours per week, Monday to Friday.
Site: Office-based at Leeds City Office Park, LS11 5BD
Salary: £26,250
As a Quality Assurance Associate, you will be required to review customer interactions and evaluate performance against our Quality Marking Framework. This role is crucial in ensuring contractual compliance is delivered by our operational teams across the contact centre. The ideal candidate will have experience within a call centre environment with exceptional attention to detail.
Key Responsibilities:
- Monitor calls to ensure that customer conversations meet the standards set by the client and mark these against our Quality Marking Framework.
- Provide constructive feedback to operational colleagues to promote improvement.
- Monitor email correspondence and service request interactions to ensure that all elements of the request are responded to.
- Review the content against our Quality Marking Framework and provide feedback on grammar, spelling and construction of the replies.
- Monitor manual reviews conducted by operational colleagues on automated processing to ensure accurate details are captured.
- Feedback findings timely and accurately to support corrections and improvements to be made.
- Maintain task trackers to enable fair distribution of checks carried out across the Quality Team.
- Attend and contribute to meetings, calibration sessions and reviews held with various team members and departments representing the quality team and promoting best practice across the business.
- Comply with company standards and policies in line with our values including adherence to quality and information security requirements to maintain our ISO9001:2015 & ISO27001:2022 certification.
Essential skills:
- Excellent listening skills, understanding of complex queries, and attention to detail.
- Ability to produce unbiased constructive feedback to support operational areas with improvement opportunities and coaching content.
- Ability to follow instructions, working either independently or with other members of the quality team to deliver results.
- Engage with colleagues at all levels.
- Excellent verbal, writing & communication skills.
- Call centre quality experience (Desired).
What we offer you:
- 33 days annual leave (inclusive of bank holidays)
- Life Assurance Scheme
- Private Dental Scheme
- Excellent Online Learning Platform
- Free Eye Tests
- Mentoring Programs
Travel & parking information: We are based a short 10–15-minute walk from Leeds railway station. Please be aware that parking availability onsite is not guaranteed.
Quality Assurance Associate (Call Centre) in Leeds employer: Conduent
Conduent is an excellent employer that prioritises employee well-being and growth, offering a supportive work culture in Leeds. With a comprehensive benefits package, including paid holidays and life assurance, employees are encouraged to thrive both personally and professionally. The company fosters a dynamic environment where customer service representatives can develop their skills and advance their careers while making a meaningful impact on customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Quality Assurance Associate (Call Centre) in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Conduent. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Conduent before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Quality Assurance Associate (Call Centre) in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Conduent:Your cover letter is your chance to shine! Tell us why you want to work at Conduent specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Conduent!
How to prepare for a job interview at Conduent
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
